We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5242217
9 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5242217 The complaint Mr L complains that Aviva Life & Pensions UK Limited won’t provide him with an annual statement summarising the capital gains and losses on his investment account. What happened Mr L’s complaint is that Aviva are unwilling to provide him with an annual stat... (3 pages)View decision -
Decision Reference DRN-6060208
9 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6060208 The complaint Mr S complains American Express Services Europe Limited (Amex) acted unfairly when it defaulted his account. What happened Mr S says he contacted Amex in early January 2025 by webchat as he wanted to cancel his account. Mr S says he asked if Amex could pro rata... (3 pages)View decision -
Decision Reference DRN-5878553
9 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5878553 The complaint Mr L complains that Lloyds Bank PLC declined his application to upgrade his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving my reasons f... (2 pages)View decision -
Decision Reference DRN-5912942
9 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5912942 The complaint Ms D complains that Lloyds Bank PLC repeatedly failed to enforce a merchant block she had placed on her account over three years before. And about a ‘security breach involving tokenised card data from a reissued card’. Ms D also complains about the mishandling... (4 pages)View decision -
Decision Reference DRN-6115939
9 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6115939 The complaint Mr K complains HSBC UK Bank PLC (“HSBC”) failed to protect him from financial harm when he fell victim to a scam. Mr K has appointed a professional representative who brought this complaint on his behalf. However, for ease, I will simply refer to “Mr K” through... (4 pages)View decision -
Decision Reference DRN-6135044
9 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-6135044 The complaint Mr L complains that Sainsbury's Bank Plc was irresponsible in its lending to him. He wants all interest on his loans refunded as well as a gesture of goodwill to reflect the impact this has had on him. What happened Mr L was provided with two loans by Sain... (6 pages)View decision -
Decision Reference DRN-6137966
9 Feb 2026 Zurich Insurance PLC Not upheldInsuranceDRN-6137966 The complaint Ms E complains about the way Zurich Insurance PLC handled an escape of water claim under a Select for Social Housing Providers insurance policy. What happened The details of this complaint are well-known to the parties, so I won’t repeat them here. Instead, I’... (3 pages)View decision -
Decision Reference DRN-5783704
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5783704 The complaint Miss D has complained that Barclays Bank UK PLC trading as Tesco Bank hasn’t helped her get a refund for a purchase made using her Tesco credit card. What happened My provisional decision of 23 January 2026 set out the background to this complaint: “In August ... (5 pages)View decision -
Decision Reference DRN-6133059
9 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6133059 The complaint Miss D has complained that Bank of Scotland Plc, trading as Halifax, were irresponsible in providing her with a loan in November 2024. What happened Halifax provided Miss D with a loan for £4,409 in November 2024, requiring monthly repayments of £420.96 for twe... (2 pages)View decision -
Decision Reference DRN-6129932
9 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6129932 The complaint Miss I says STARTLINE MOTOR FINANCE LIMITED (Startline) were unreasonable to report a missed payment to her credit file. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the... (2 pages)View decision